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6 Pitfalls to Avoid When Evaluating a Phone System

Cloud Contact Center, The Scoop, Network, Contact Center, VoIP, Phone System

Running businessman avoiding holes in the ground (pitfalls)

To learn more download our Buyers Guide here 

The buying experience for phone systems is a different ball game than other technologies you might have purchased or recommended for your business in the past. If you've gone through the process before, you know just how much of a pain it can be—with costly consequences for getting it wrong.

In this blog, we cover six pitfalls you might face when evaluating phone systems and how the LightBound Cloud Contact Center buying experience can help you skip both the pitfalls and the headaches.

Businessman presses a web telephone button that connects to a web network to show voice and data as a phone system or contact center representation

Why Evaluating Phone Systems is Uniquely Complex

The main differences between evaluating phone systems and traditional technology evaluations is that there's both voice and data to consider, which are unique fields, each presenting their own host of challenges.

Plus, phone systems take more than a single technology, company, or provider to make it all work. It's difficult to know what you're buying and from whom, and even more difficult to hold someone accountable for service after the sale.

Portrait of overwhelmed and frustrated man with question marks in front of a concrete wall

6 Phone System Evaluation Pitfalls

Stemming from these complexities are pitfalls, twists, and turns you might face when evaluating phone systems, including:

  1. Is the problem you’re trying to solve a voice issue or a data/networking issue?

    Identifying where the problem lies between these two different sides is both crucial and complicated.

  2. Are you having issues with the phone company, the software/hardware OEM (Original Equipment Manufacturer), the hosting provider, the VAR (value-added reseller), the support, or the lack of features/functions?

    Not knowing who's responsible for what can be costly when you need to quickly resolve a downtime issue and you don't know who to call.

  3. How are you going to know whether the root cause of the problem is the handset, the hosting company, the OEM hardware/software, the public Internet, your private WAN, or the local telephone company?

    There are many moving parts when it comes to phone systems, which can make it difficult to know where the problems started.

  4. Who is accountable for the service you get from the phone company? Who owns the datacenter? Are they accountable for the uptime and will they be there in the middle of the night when you need them?

    Some will be while others will not, so it's important to know what your VAR promises. You need a provider you can count on and that cares about your business' success.

  5. Who is responsible for monitoring the networks that the phone system runs on? If not, how timely can problems be resolved?

    If your voice and data are handled by separate parties, then it will be more difficult and time-consuming to resolve issues with phone system connectivity. You don't want to be left waiting when your bottom line is in question.

  6. Will the support of this system take more internal resources than you planned?

    It takes a lot of manpower and expertise to keep such a complex system running smoothly.

The process of evaluating phone systems is more than a simple checklist—it’s complicated and can be downright painful to figure out, leaving a lot of room for error. Thankfully, there is a better solution.

Strips of paper unraveled with one strip forming a lightbulb as a metaphor for an innovative solution

The LightBound Cloud Contact Center Buying Experience

As experts in both voice and data at LightBound, we can help you avoid these common pitfalls while offering an easier-than-ever buying experience. Here's what we offer as a provider:

  • As a CLEC, we provide the dial tone, SIP trunks, and we port the numbers.
  • We own the datacenter, so we’re accountable for uptime.
  • We are the hosting provider, monitoring and managing our own systems, while also being the ISP, monitoring and managing the Internet.
  • We implement our own phone systems and network solutions.
  • You get a single bill and a single phone number to call when problems arise.
  • Our Network Operations Center (NOC) employees are LightBound employees, so in many cases, we’ll know there’s a problem before you do.

With LightBound, you get the best uptime, technology, and talented employees on the job to keep your business running smoothly and your customers happy.

Take a look at our Cloud Contact Center product page to learn more, or download our Cloud Contact Center Buyer's Guide to help you evaluate the differences among potential Contact Center providers. 

Download Your Buyers Guide Here

January 29, 2018 / by Dane Dittemore